Dead On Arrival (DOA) Fish Shipping Policy

DOA Coverage

  • DOA Cover is offered on live fish orders that arrive within the acceptable delivery window.

  • If a shipment is lost or delayed by the carrier, we may not offer reimbursement. In these cases, New Zealand Post (NZPost) should be contacted directly.

What is Covered Under DOA Cover:

  • Fish that arrive dead in their original shipping bags due to an error from Pet Essentials Warehouse staff.

What is NOT Covered Under DOA Cover:

  • Incorrect address provided at the time of ordering.

  • Delays caused by the courier company, contractors (drivers), or mother nature.

  • Rural addresses in North or South Island.

  • Use of an alternative carrier to NZPost, as requested by the customer.

  • Physical damage to the box during shipping.

  • Theft of parcel once it has been delivered or missing parcels.

  • Shipping/freight costs are not covered under DOA.

How to Claim for DOA Cover:

  • Claims must be reported within 2 hours of delivery.

  • The shipping bags must remain sealed.

  • A minimum of 3 clear images, or 1 video, must be provided. These must show:

    1. The dead fish in their original shipping bags.

    2. The bags unopened, still sealed with the original rubber bands, clips, or security tape intact.

  • Images or videos can be sent via email or our online chat system for processing.